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Strengthening customer loyalty by improving the customer experience in telecommunications stores

Initial situation

  • An international telecommunications provider with stores across Europe needed support to improve the customer experience
  • Due to strong competition and the fast-moving market, there was an urgent need to act
  • Particular challenges included availability of models and accessories, long waiting times caused by inefficient processes, buying experience and spontaneous purchases in the store during the waiting time
  • The aim was to address these three challenges in order to increase sales

Achievements

0 %
Rollout time reduced
0 Mio. €
EBITDA Run Rate increased
0
Store layouts optimized

Our approach

  • Conduct surveys and on-site visits to establish a baseline with the relevant KPIs and targets: Availability, waiting time, shopping experience/ impulse purchases
  • Analyze customer paths through the store
  • Introducing, rolling out and implementing standards
    • Improve control over the availability of models and accessories
    • Simplify processes and improve technical equipment
    • Develop optimized store layout and improved product displays and implement them locally in close cooperation with the stores

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All cases

Discover more references.